Senior Customer Care Coordinator

Il y a 5 heures

Antwerp, Flanders, Belgique Ocean Network Express Temps plein

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Job Purpose & Primary Job Responsibilities

As Customer Care Coordinator
- Key Acccounts you are responsible for providing frontline responses to queries and requests from Key Account clients. You take care of a consistently high service-level by providing prompt resolutions for service issues that are brought to you through Service Cloud or other channels. In cooperation with the Customer Administration team and supported by ONE's growing range of customer self-service tools you contribute to a superior Customer Service experience overall for our Key Accounts. Depending on your location's set-up you may look after Import or Export-related tasks or a combination of both.

Day to Day Operations: You provide prompt frontline response to service queries and initiate solutions for issues/cases as defined in SOPs and assigned to you through Service Cloud. Your role may cover a generic group of Key Accounts or you may be assigned to selected accounts. In order to succeed and meet agreed KPIs and quality standards you need to actively keep abreast on sector and internal knowledge development as well as any changes to SOPs and relevant rules and regulations. You may be in charge of export tasks exclusively or combination of both. Process & Quality Management: You are in charge of providing premium care and a consistently high service to ONE's Global / Regional / Local Key Accounts. You aim at scaling quality service with our growing range of tech enablers and self
- service tools, promoting these to our Key Accounts as suitable. Keeping up-to-date on the relevant self-service and e-commerce tools will therefore be vital. You ensure compliance with company rules and regulations on all processes and transactions. Communication & Collaboration: Ensure good collaboration and communication within departments and across. Work closely with the Customer Administration team as well as our Key Account Support and Key Account Specialists and escalate cases in a timely and professional manner whenever appropriate. Communicate effectively with customers and advise them in a reliable and professional manner. Digital Adoption: Support ONE's digital transformation by utilising and promoting our e
- commerce platform and our self-service tools as applicable. Seek ways to apply ONE's tech enablers to your area of specialisation increasingly.

Required Skills and competencies

Preferably 3 years of experience within shipping, demonstrating the ability to operate at a senior level Strong communication skills with a clear customer
- and service-oriented attitude Fluent in English (both verbal and writing) is a must Possesses ample subject-matter expertise within shipping operations and documentation Demonstrates a strong focus on daily operational matters, acting as the primary go-to person for handling escalations and resolving complex cases Effectively manages workflow, prioritization, and operational day-to-day planning to ensure deadlines and service targets are consistently met Has a proactive mindset with a keen eye for continuous improvement and process optimization Provides reliable subject-matter guidance and coaching/mentoring to junior team members. Enthusiatic teamplayer Solid working knowledge of Google Workspace (Google Sheets, Google Docs) ; experience with Salesforce is a strong advantage.

What we offer

Market based salary 26 Holiday days per year Holiday allowance End of Year Bonus Lunch vouchers Eco Vouchers Pension Plan Hospitalisation Insurance Occupational Disability Insurance Possibility to work from home Commuting and working from home allowance

Senior Customer Care Coordinator

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